{"id":1064796,"url":"https://alion.io/job/vertiv-technical-resolution-manager","title":"Technical Resolution Manager","company":{"id":58885,"name":"Vertiv","domain":"vertiv.com","url":"https://alion.io/company/vertiv","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":83,"open_postings":428,"ghost_share":0.002,"stale_share":0.864,"repost_share":0.007,"time_to_fill_p50_days":5,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bedford, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":74000,"max_usd":126000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":97},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-03-17T10:48:59Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-22T04:24:16Z","board_verified":true,"closed_at":null,"days_open":219,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":218},"description":"The Technical Resolution Manager (TRM) for Vertiv Cooling is responsible for managing complex technical challenges, ensuring efficient problem resolution, and providing technical leadership for Vertiv’s cooling products and solutions in the UK. This role involves acting as the key point of contact for escalated issues, collaborating with cross-functional teams, and delivering exceptional customer support to maintain high levels of client satisfaction and product reliability.\nKey Responsibilities:\nTechnical Expertise & Troubleshooting\nAct as the subject matter expert (SME) for Vertiv cooling systems, including precision cooling, thermal management, and related technologies.\nDiagnose and resolve complex technical issues affecting cooling system performance.\nProvide expert guidance to field service teams, partners, and customers on troubleshooting and repairs.\nConduct root cause analysis and implement corrective actions for recurring problems.\nEscalation Management\nServe as the escalation point for unresolved technical issues, ensuring prompt and effective resolution.\nCoordinate with engineering, R&D, and product teams to address and resolve system design or manufacturing-related issues.\nTrack and manage the lifecycle of technical escalations, documenting solutions and identifying trends.\nCustomer Support & Communication\nMaintain proactive communication with customers during the resolution process, ensuring transparency and timely updates.\nCollaborate with sales and service teams to address customer concerns and improve product performance.\nProvide post-resolution follow-ups to ensure customer satisfaction and operational efficiency.\nProcess Improvement\nIdentify patterns in technical issues and recommend process or product improvements to minimize recurrence.\nContribute to the development of knowledge base articles, technical guides, and training materials.\nLead technical training sessions for internal teams and partners to enhance their expertise in Vertiv cooling systems.\nCollaboration & Reporting\nWork closely with cross-functional teams, including R&D, quality assurance, and service teams, to improve product reliability and customer experience.\nPrepare and present reports on key metrics, including resolution timelines, recurring issues, and customer satisfaction.\nQualifications:\nEducation:\nBachelor’s degree in Mechanical Engineering, Electrical Engineering, HVAC, or a related technical qualification. \nExperience:\n5+ years of experience in technical support, field engineering, or product management, preferably in HVAC or precision cooling systems.\nExperience with data centers, telecom, or industrial cooling systems is a strong advantage.\nTechnical Skills:\nStrong understanding of cooling technologies, thermal management principles, and associated hardware/software systems.\nProficiency in diagnostic tools and methodologies for cooling equipment.\nSoft Skills:\nExcellent problem-solving and analytical skills.\nStrong communication and interpersonal abilities to engage with diverse teams and clients.\nAbility to work under pressure and manage multiple priorities effectively.\nPreferred Experience:\nFamiliarity with Vertiv’s product portfolio and related industry standards.\nExperience in data centre environments and critical infrastructure cooling solutions.\nEmployment Type: Full-Time\nReports To: UK Thermal Engineering Manager\nThis position plays a crucial role in maintaining the reliability and customer trust in Vertiv cooling solutions while driving continuous improvement initiatives across technical services.","description_format":"text","description_chars":3565,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Servers & Data Center Hardware","Power Supplies & Power Electronics","HVAC & Refrigeration"],"lifecycle":[{"event":"open","at":"2026-09-19T15:53:57Z"}],"visa":[],"liveness":{"score":4,"band":"cold","label":"Long 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